Quality Manager

Gratitude Philippines; Cebu City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Gratitude Philippines in Cebu City seeks a Quality Assurance Manager to oversee contact center quality. You will monitor and evaluate the quality of inbound/outbound calls and other customer contacts for accuracy and adherence to standards.

Responsibilities include documenting quality issues, preparing performance metrics for management review, and coaching/mentoring teams while driving new solutions for programs and processes.

Qualifications

• 6 months to 1 year of manager-level experience in QA or quality management for contact centers.
• Background handling Travel Accounts is preferred.
• Experience in QA activities: call monitoring, coaching, scorecards, audits, feedback.

Responsibilities

• Monitor and evaluate the quality of inbound/outbound calls and other contacts for accuracy and adherence to standards.
• Document quality issues and performance measures for management review.
• Coach, mentor and train others; lead development of new solutions in programs and processes.

Skills

QA Experience

Team Leadership

Call Monitoring

Coaching & Training

Job description

Job Description :

Monitors and evaluates the quality of inbound and/or outbound telephone calls
and other customer contact methods (e.g., email, chat) for accuracy and
adherence to quality standards.
Documents on quality issues and performance measures for management
review.
Provides information to assist in the feedback and formal education process of
individuals on the phone.
Experienced Specialist in one specialized discipline as well as having a thorough
understanding of related disciplines.
Will most often be a driving force behind the development of new solutions for
programs, complex projects, processes or activities.
Serves as final decision/opinion maker in the area, coaches, mentors and trains
others in the area of expertise.
Ensures the implementation of short to medium term activities within the business area
OR support sub-function in the context of the strategy for the department. Ensures
appropriate policies, processes & standards are developed and implemented to support
short to medium term tactical direction. Leads a team of Specialists, sometimes with
several hierarchical levels, with full employee lifecycle responsibility.

Non-Negotiable Requirements:

• At least 6 months to 1 year Manager-level experience (Quality Manager or equivalent)
• Prioritize candidates with background in handling Travel Accounts.
• Must have Quality Assurance (QA) experience (call monitoring, coaching, scorecards, audits, feedback)
• With experience at IGT and WNS is a priority.
• BPO experience is a must